CN1293512A - Automatic call distribution system and method - Google Patents
Automatic call distribution system and method Download PDFInfo
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- CN1293512A CN1293512A CN00131795A CN00131795A CN1293512A CN 1293512 A CN1293512 A CN 1293512A CN 00131795 A CN00131795 A CN 00131795A CN 00131795 A CN00131795 A CN 00131795A CN 1293512 A CN1293512 A CN 1293512A
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- callee
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- calling subscriber
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M3/00—Automatic or semi-automatic exchanges
- H04M3/42—Systems providing special services or facilities to subscribers
- H04M3/46—Arrangements for calling a number of substations in a predetermined sequence until an answer is obtained
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M3/00—Automatic or semi-automatic exchanges
- H04M3/42—Systems providing special services or facilities to subscribers
- H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
- H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
- H04M3/523—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing with call distribution or queueing
- H04M3/5232—Call distribution algorithms
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M3/00—Automatic or semi-automatic exchanges
- H04M3/42—Systems providing special services or facilities to subscribers
- H04M3/42025—Calling or Called party identification service
- H04M3/42034—Calling party identification service
- H04M3/42042—Notifying the called party of information on the calling party
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M3/00—Automatic or semi-automatic exchanges
- H04M3/42—Systems providing special services or facilities to subscribers
- H04M3/42136—Administration or customisation of services
- H04M3/42153—Administration or customisation of services by subscriber
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M3/00—Automatic or semi-automatic exchanges
- H04M3/42—Systems providing special services or facilities to subscribers
- H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
- H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
- H04M3/523—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing with call distribution or queueing
- H04M3/5232—Call distribution algorithms
- H04M3/5235—Dependent on call type or called number [DNIS]
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- Engineering & Computer Science (AREA)
- Signal Processing (AREA)
- Business, Economics & Management (AREA)
- Marketing (AREA)
- Telephonic Communication Services (AREA)
- Sub-Exchange Stations And Push- Button Telephones (AREA)
- Exchange Systems With Centralized Control (AREA)
Abstract
An automatic call distribution system is disclosed wherein a full-service called party can respond to ACD calls from the same caller. A caller specification number recognition section recognizes a caller number from an ACD call. A call preferential connection information inquiry section inquires a call preferential connection information database about the caller number and reads out a corresponding called party individual call number from the call preferential connection information database. A call connection processing section calls a corresponding ACD split in accordance with the called party call number and connects the ACD call to the called party call number. A call connection information automatic recognition section stores, when the called party responds and a talking state is entered, the caller number and the called party individual call number of the called party into the call preferential connection information database through a call preferential connection information storage section. When the called party is busy or in a termination rejection state and the ACD call cannot be connected to the called party, a call connection auxiliary processing section performs waiting processing and performs called party individual ACD call control processing or split individual ACD call control processing to connect the ACD call to one of called parties.
Description
The present invention relates to a kind of system of automatic call dispatching and method, wherein when many callings when PBX stops, each calling that stops all is assigned to a plurality of terminal extensions or called end automatically, more specifically, relate to the system and method that a kind of call priority that will come in is connected to a specific callee.
The above-mentioned this system of automatic call dispatching is well-known.Japan's publication 232982/1994 discloses this system, wherein, in order to stop the calling of pilot tone extension line from exchange and the route of giving the extension line of calling selection from the pilot tone extension line to the extension subscriber line-group free time, the extension subscriber line-group of routing purpose ground corresponding to the pilot tone extension line is provided, give priority or give priority for a plurality of extension groups for each extension line of composition extension subscriber line-group, and select the route of removing idle extension line for the calling that stops at the pilot tone extension line according to priority.
Distribute in the control system at above-mentioned general calling, give each agency of each extension subscriber line-group or terminal extension is given priority and call out for each idle agent allocation ACD (call distribution automatically) according to preferential line.Specifically, for example give the higher agency of priority level with more call distribution of coming in, give expert personnel or full-time personnel with higher priority level, thereby can be controlled at the transfer number of the acd call of each agency's termination, thereby provide efficient and quality services according to industrial grade or full-time grade.In addition, use the predetermined priority of a plurality of extension subscriber line-groups, thereby make full use of expert agency, the service of high-efficiency high-quality can be provided to those expert proxy assigns of being engaged in multinomial business.In addition, thereby by specify a plurality of extension subscriber line-groups to reach the purpose of seeking idle agency according to priority according to routing table, all concentrate on the agency there that an extension line group time also can terminate in other extension line even then call out, thereby service is provided for each calling subscriber.
Yet, in view of those expert on business agencies divide the priority of sending out one or more extension subscriber line-groups, unless and acd call when stopping once more after the call interruption when being derived from same calling subscriber once more or in the communication process corresponding to each calling subscriber's corresponding agency be not fix just according to priority by number assignment, thereby same agency not necessarily leave no choice but respond this ACD cries mutually can not, thereby make calling subscriber's have to from the beginning illustrate content of request, like this, just increase extra burden to the calling subscriber, not only reduce the quality of service, and reduced the utilance of circuit.
The purpose of this invention is to provide a kind of full-time called system of automatic call dispatching that can respond the next acd call of same calling subscriber.
For achieving the above object, according to one aspect of the present invention, thereby the invention provides a kind of system of automatic call dispatching that is used to stop providing various responses services to the acd call of the query call of predetermined called end as nonspecific calling subscriber, there are a database and the special-purpose acd call control and treatment of a callee part in this system, database is used for the call number of callee's special use of definite calling subscriber's special number and definite callee with corresponding relation storage calling subscriber each other, thereby the acd call that certain specific calling subscriber is come can stop specific callee; When partly being used to receive acd call, the special-purpose acd call control and treatment of callee searches the callee is used for definite calling subscriber's special number corresponding to the calling subscriber private calls number, so that the calling subscriber of the acd call of determining from database, and acd call is connected to the number of called party individual special use.
The system of automatic call dispatching preferably also has call priority link information storage device, and the preferred link information of calling that is used for comprising callee's special number that special number that the calling subscriber is used for determining the calling subscriber and the acd call that the calling subscriber comes should preferentially be connected deposits database in.
In addition, the system of automatic call dispatching can also have calling subscriber's special number recognition device, is used for being from acd call identification calling subscriber special use; Call priority link information inquiry unit is used for to data base querying about calling subscriber's special number of being discerned and read the private calls number of callee corresponding to calling subscriber's special number; And call-connecting device, be used for preferentially carrying out the connection processing of acd call to calling out callee's private calls number that preferred link information inquiry unit read.
Call-connecting device such as can comprise at pending and transmitting device, be used for the callee of callee's private calls number that the call priority information query device reads the line is busy or be in when stopping rejection state and acd call and can not preferentially be connected to the callee acd call to the callee of callee's private calls number carrying out etc. pending, and send speech and instruct signal, can know that the callee of the preferential linking objective of calling subscriber can not respond and be in wait state.
As another kind of scheme, call-connecting device can comprise such device, the callee of callee's private calls number that this device call priority information query device is read the line is busy or be in when stopping rejection state and acd call and can not preferentially be connected to the callee ACT (ACT automatic calling telex) to the callee of callee's private calls number call out carry out etc. pending, differentiate the callee beyond the callee whether may be connected to callee's private calls number, and acd call is connected to the callee waiting under the armed state.
As another kind of scheme, call-connecting device can comprise such device, the callee of callee's private calls number that this device is read at the call priority information query device the line is busy or be in when stopping rejection state and acd call and can not preferentially be connected to the callee ACT to callee's private calls number call out carry out etc. pending, differentiate the callee callee in addition that whether may be connected to callee's private calls number, and acd call is connected to the callee may connecting under the armed statees such as Shi Zai, but the acd call of the callee beyond the callee of callee's private calls number is carried out etc. pendingly in the time can not connecting, and further whether discriminating might get in touch being connected of acd call with other callee successively.
The callee who looks into callee's private calls number that device reads when call priority information is in the callee the line is busy or be in to stop disturbing and receives and end call that the ACF calling can not preferentially be connected to the callee not during connection status, call-connecting device can carry out control and treatment to the special-purpose acd call of callee, acd call is connected in callee's individual elements, or the indivedual acd calls that separate are carried out control and treatment, acd call is terminated in the unit of the ACD that is separated.
The system of automatic call dispatching can also have call priority link information storage device, as call priority link information identification calling subscriber's special number with respond callee's private calls number of the callee of acd call, and the call priority link information is deposited in the database when being used for acd call and being connected to the callee and setting up talking state by call-connecting device.
The system of automatic call dispatching preferably also has specific calling subscriber's call priority link information tape deck, be used for determining to respond in advance the full-time callee of the next acd call of specific calling subscriber, and calling subscriber's special number of specific calling subscriber and callee's private calls number of full-time callee are deposited in the database in advance as the call priority link information.
According to another aspect of the present invention, thereby the invention provides a kind of acd call that nonspecific calling subscriber is come and terminate in the method that predetermined callee provides various response traffics as query call, this method comprises the following steps: first step, according to acd call identification calling subscriber special number; Second step, the calling subscriber special number of inquiry portion database about discerning in the first step, and read by with the callee's of the corresponding relation of calling subscriber's special number storage private calls number; Third step preferentially is connected to acd call callee's private calls number of reading in second step.
Automatically calling allocation method preferably also comprises the 4th and the 5th step, to be the second step querying database about the result of calling subscriber's special number show the 4th step just acd call is connected to a callee who chooses according to preassigned when not having storage should respond private calls number corresponding to the callee of calling subscriber's special-purpose number acd call in the database; The 5th step is when selected callee in the 4th step responds acd call and sets up talking state, and calling subscriber's special number and the private calls number of having responded the callee of acd call are gone into database as the call priority link information.
In addition, automatically calling allocation method can also comprise the 6th step, promptly determine to respond in advance the full-time callee of the acd call that comes at specific calling subscriber family, and specific calling subscriber's special number and full-time callee's private calls number are pre-deposited in the database as the call priority link information.
In the system of automatic call dispatching of the present invention and automatic calling allocation method, the calling subscriber of the acd call that stops at value crewman extension wire telephone set or the position of ACD system have been specified, if specified rear subscriber number is stored in the database, then read callee's private calls number that the next acd call of specific calling subscriber should preferentially connect from database, and callee's private calls number carried out call connection processing, thereby preferentially the callee to the appointment of user callee's private calls number carries out callee's call connection processing, is connected to the representative number of the ACD equisignal sector that connects as the calling that is connected to nonspecific callee.
If specified callee's number is not stored in the database, then carrying out known automatic call distribution handles, simultaneously specified rear subscriber number and the private calls number of having responded the callee of acd call are deposited in the database, thereby determine to respond the callee of the acd call that same calling subscriber comes after.
Stop the rejection state and be in the wait state that acd call can not be connected to the callee that a certain calling subscriber should preferentially be connected with callee's private calls number call and acd call if be stored in callee in the database the line is busy or be in, then the callee that shows who gives each callee's private calls number appointment is instructed the processing of posting a letter at the speech that Waiting for Call distributes, and carry out special-purpose acd call control and treatment to the callee of each callee's private calls number appointment.
For example, just collaborative callee's special use ACD control and treatment is called out control when but whether further confirmation can be connected to other and do not belong to the callee who is not at present connection status, so that in the unit, confirm called party individual, and carry out indivedual acd call control and treatment separately, so that in the unit, confirm the equisignal sector of ACD.
When the calling from the calling subscriber to the ACD system is connected to callee and callback and enters talking state control, during termination the rear subscriber number of appointment and the callee's of responding call private calls number deposit in the call priority link information database as the call priority link information of ACD system.
In addition, particular customer or user's rear subscriber number should deposit in the database in advance with the full-time callee that should respond rear subscriber number, when a certain acd call stops, specifies the calling subscriber of acd call.Then, from database read with callee's private calls number of the corresponding relation storage of particular customer or user's rear subscriber number, and acd call is connected to the ACD position of corresponding called side according to callee's private calls number.
Can know from following explanation and appending claims in conjunction with the accompanying drawings and understand above and other objects of the present invention, characteristics and advantage.In the accompanying drawing, identical parts or element are all used same numbering and symbolic representation.
Fig. 1 is a block diagram of using system of automatic call dispatching primary structure of the present invention.
Fig. 2 is the flow chart of the system of automatic call dispatching of Fig. 1 to the control and treatment of callee's acd call.
Fig. 3 is a block diagram of using another system of automatic call dispatching primary structure of the present invention.
Referring to Fig. 1, there is shown the application system of automatic call dispatching of the present invention and can see that the system of automatic call dispatching comprises callee's private calls number storage part 1, calling subscriber's special number identification division 2, a call priority link information query portion 3, a call priority link information database 4, a call connection processing part 5, call out for one and connect aid in treatment part 6, an ACD system control and treatment part 7, call out the automatic identification division 8 of link information for one, call priority link information storage area 9 and one comprise callee ACD position 10-a, the ACD equisignal sector 10 of 10-b and 10-c.
Callee's private calls number storage part 1 stored energy is responded the callee of the calling that stops in the informations area such as ACD 10 of ACD system, and storage is used to call out callee's private calls number of callee, instruct processing so that can carry out speech to the termination of the calling of called party individual, and can carry out the special-purpose acd call connection processing of callee the control that end call is carried out to wait.
Calling subscriber's special number identification division 2 comprises that calling subscriber's special number is discerned processing section 21 automatically and calling subscriber's special number input value is discerned processing section 22, number (for example subscriber call number) that the calling subscriber uses and the number (for example subscriber call number) that is used for determining the calling subscriber mailed of identification calling subscriber are automatically determined in the calling that the former is used to discern the calling subscriber when the ACD system closure, the latter urges the calling subscriber to import the number of determining that the calling subscriber uses separately when being used for discerning the number of determining the calling subscriber automatically, and discerns calling subscriber's special number that the calling subscriber mails.
Call priority link information query portion 3 is handled the inquiry of calling subscriber's special number that call priority link information database 4 is discerned about calling subscriber's special number identification division 2, and calls out when having calling subscriber's special number of coincidence in database and calling subscriber's special number calling party individual call number of storage in pairs.
4 storages of call priority link information database comprise the call priority link information of calling subscriber's special number and callee's private calls number.
Call connection processing part 5 is handled the preferential connection of callee's private calls number that calling footpath call priority link information query portion 3 that calling subscribers give the ACD system called out.
Yet, controlling call connected aid in treatment part 6 and just carries out etc. pending when call connection processing part 5 can not be carried out this preferential connection, then this preferably be connected to become may after carry out the special-purpose acd call control and treatment of callee, and can provide the callee of similar service to carry out the special-purpose acd call control and treatment of callee or can provide the ACD position of similar service to separate special-purpose acd call control and treatment another to another.
Call out to connect aid in treatment part 6 and in its call connection processing process, attempt callee on preferential the connection the line is busy or be in to handle for example to instruct when stopping the rejection state and being in the state that can not connect at once the calling subscriber is shown that the callee who waits for to preferential connection distributes the notice of calling, and carry out the special-purpose acd call control and treatment of callee and carry out etc. pending with control ACD system control and treatment part 7 to control the calling of each callee's private calls number by speech in call connection processing part 5.
ACD system control and treatment part 7 is undertaken etc. pending together with the special-purpose acd call control and treatment of callee or separate special-purpose acd call control and treatment by call out connecting 6 controls of aid in treatment part, the special-purpose acd call control and treatment of callee is used for confirming calling subscriber individual at a unit, confirm at a unit when separating acd call that special-purpose acd call control and treatment is used for confirming that the calling subscriber comes and can be connected to callee that acd call can not connect that end call distributes to one of them callee, and acd call is connected to the idle callee of one of them telephone circuit with other callee of locating.
Call out link information identification division 8 and when the calling subscriber is operatively connected to the callee and sets up talking state by calling the calling of ACD system, one group of callee's private calls number of the callee of responding call and calling subscriber's special number identification division 2 are discerned processing as the call priority link information of ACD system automatically calling out when stopping.
Call priority link information storage area 9 is handled the storage of calling out the call priority link information that the automatic identification division 8 of link informations discerned and call priority link information depositing in the call priority link information database 4.
ACD equisignal sector 10 comprise a plurality of ACD position 10-a, 10-b and the 10-c in the unit of responsible engineering.If the callee responds once, callee's private calls number of response is depositing in the call priority link information database 4 together with calling subscriber's special number every the callee as the ACD position entirely just.
Should be noted that, similar on the remainder structure of the system of automatic call dispatching with the general AC d system, do not have direct relation with the present invention, thereby do not describe its structure in detail here.
Subsequent, the special-purpose acd call control and treatment of callee of first embodiment is described referring again to Fig. 2 except that Fig. 1.There is not call priority link information to be stored in the inside when beginning in the preferential link information database 4 of lets call here.
If acd call just is connected to calling subscriber's special number identification division 2 (step S102) because of the calling subscriber in ACD system closure (the step S101 of Fig. 2), calling subscriber's special number identification division 2 for example detects acd call calling subscriber's telephone number (step S103) by the rear subscriber number informing business simultaneously.Then, calling subscriber's special number identification division 2 is handled detected rear subscriber number (step S104) by means of automatic identification division 21 identifications of calling subscriber's special number.
Can not identify calling subscriber number if calling subscriber's special number is discerned processing section 21 automatically at step S104, the processing of the number of determining the calling subscriber is just urged the calling subscriber to import to be used in calling subscriber's special number input value identification processing section 22, for example for example sends the signal (step S105) that speech instructs.Then, calling subscriber's special number is discerned processing section 21 automatically and is detected the rear subscriber number (step S101 to S103) that the calling subscriber sends according to urging to handle, and discerns processing once more at step S104.
If calling subscriber's special number identification division 2 just will have been discerned the rear subscriber number that as signalisation call priority link information query portion 3 at step S104 success identify calling subscriber number.The preferential link information database 4 of call priority link information query portion 3 enquiry calls is about the rear subscriber number (step S106) of receipts from caller user special number identification division, and whether discriminating has the rear subscriber number (step S107) that meets.
If the result that the preferential link information query portion 3 of caller is differentiated at step S107 shows the rear subscriber number (beginning because of call priority link information database 4 is not have the call priority link information to leave the inside in) that " not having " meets and just carries out opening call control process (step S109) with the similar ACD branch of general AC d system that control enters step S115 forward then.
If the result that call priority link information query portion 3 is differentiated at step S107 shows that rear subscriber number (promptly having the callee who passes by to have responded same calling subscriber) that " existences " meets is just read to become with rear subscriber number and be stored in callee's private calls number (step S108) in the call priority link information database 4, and differentiate that can corresponding ACD position respond (step S110).
If the result who differentiates among the step S110 shows " possibility " response, then the place of exhaling makes preferential link information query portion 3 just preferentially acd call is connected to corresponding ACD position or callee (step S111), handles entering step S115 forward then.
ACD position or callee are busy with responding another calling or make it get the rejection state that stops for some reason temporarily if the result that step S110 differentiates shows, for example owing to void value crewman or callee, then call priority link information query portion 3 just connects aid in treatment part 6 with this point notification call.
The calling connection aid in treatment part 6 of receiving the notice that can not stop in the ACD position instructs subscriber call " priority callee is in the distribution of Waiting for Call " (step S112) by speech.Then, 7 pairs of ACD system control and treatment parts are in state callee down that acd call that the calling subscriber comes can not be connected to the callee and carry out callee's special use acd call control and treatment to each callee's private calls number regulation.
Specifically, even when connect the callee be by its private calls number called also can not the time, the special-purpose acd call control and treatment of the callee device 71-a of the ACD system control and treatment part 7 of establishing for each callee's private calls number is engaged in called party individual with special-purpose acd call control and treatment device 71-b of callee and 71-c and separate the distribution (S113) of a unit wait of affirmation ACD equisignal sector in the unit of acd call control and treatment device 72 to its calling.
The acd call that always is in wait state is connected to the ACD position (step S114) that its telephone circuit of waiting for has entered state free time, so calling subscriber and callee enter talking state (step S115).
After in step S115, entering talking state, when stopping in pairs as the call priority link information, the special number of calling out the calling subscriber that the automatic identification division 8 of link information discerned at the callee's who has responded callee's private calls number and calling subscriber's special number identification division 2 discerns described two special numbers (step S116), and once the call priority link information is deposited in the call priority link information storage area 9, put it into again in the call priority link information database 4 (step S117).
The callee who has responded acd call like this, has become the full-time callee of the next acd call of later same calling subscriber.Should be noted that, do not stop because of same calling subscriber then can delete full-time callee's record if call out within the predetermined time, be i.e. the preferential link information of stored calls in the call priority link information.
Like this, according to the system of automatic call dispatching of first embodiment, XCD call out to be to distribute with existing ACD distribution function, and when acd call be during in the ACD equisignal sector termination of being responsible for, the detection rear subscriber number.Then, to detect whether the record of rear subscriber number is arranged,, just read callee's private calls number according to the preferential link information database of detected rear subscriber number detection of call according to the rear subscriber number record if record rear subscriber number.Then, carry out the callee that acd call control preferentially is connected to acd call callee's private calls number.Like this, full-timely calledly can respond same calling subscriber.Therefore, according to the same or relevant inquiry that same calling subscriber comes, the called content that can understand inquiry, thereby the calling subscriber just describes the content of inquiry in detail to the callee from beginning.Like this, both can expect, can shorten the air time again, thereby improve the utilance of circuit the increase of calling subscriber's service.
In addition, when detected rear subscriber number did not deposit in the call priority link information database 4 when stopping, the callee's of responding call private calls number just deposited in the call priority link information database automatically together with calling subscriber's special number.Therefore, when later calling stops because of same calling subscriber, full-time called can responding call.
In addition, the line is busy or be in when stopping the rejection state as the full-time callee who is stored in call priority link information database, carry out acd call etc. pending.Therefore, can Waiting for Call together with the special-purpose acd call control and treatment of callee that is used for determining or be used to confirm the special-purpose acd call control and treatment of separating of unit that other callee beyond the callee carries out the ACD equisignal sector of call connection processing is distributed to the callee that calling can not connect at present by the special-purpose acd call control and treatment of the callee who establishes for each the called private calls number in the unit of called party individual.Like this, even call out can not be connected to full-time callee and to carry out ACD etc. pending, also can carry out the general system of automatic call dispatching the acd call control and treatment that can not carry out, for example be used to be connected to the callee who is close to or higher than full-time callee on some other technical ability, be connected to the idle degree than higher callee or ACD equisignal sector.
Subsequent, referring to Fig. 3 application another system of automatic call dispatching of the present invention is described.
The system of automatic call dispatching of second embodiment shown in Figure 3 also comprises calling subscriber's special number prerecord part 11 and call priority link information recording section 12 except that the element of the system of automatic call dispatching of top first embodiment referring to Fig. 1 explanation.
Calling subscriber's special number prerecord part 11 will be used for determining that particular importance client or user's rear subscriber number stores in advance as the ACD system data.
When call priority link information recording section 12 has a recording section to be used for calling subscriber that rear subscriber number deposits calling subscriber's special number prerecord part 11 in advance in the calling of ACD system is stopped acd call preferentially is connected to callee's special number of the callee's private calls number record part 1 that is stored in callee's private calls number record part 1.
Therefore, call priority link information recording section 12 will be stored in and be used in calling subscriber's special number prerecord part 11 determining that particular importance client or user's rear subscriber number and the callee's special number that is stored in callee's special number recording section deposit in the call priority link information database 4 by call priority link information storage area 9 in advance in pairs as the call priority link information.
Like this, the system of automatic call dispatching according to second embodiment, even without first calling out and stop also detected rear subscriber number retrieval call priority link information database when stopping in the ACD system closure user's calling from sky, read callee's private calls number, thereby calling can be connected to full-time callee.
In other words, in view of the callee fixes particular customer or user, thereby can deal with the operator of client or the distinctive skilful service of user and to get.
In addition, owing to comprise that calling subscriber's the special number and the call priority link information of the callee's of the acd call that should preferentially be connected to the calling subscriber call number are to handle as single ACD system data, thereby when need changing or cancelling a certain callee, the ACD system manager can write down on another technical ability and callee callee on level terms with regard to the preferential link information of many calling subscriber's corresponding call.
In sum, the system of automatic call dispatching according to first embodiment of the invention, to distributing acd call to carry out before general A CD call distribution handles for nonspecific callee, determine the calling subscriber of acd call earlier, from call priority link information database read determine the corresponding callee's private calls of calling subscriber number, again acd call preferentially is connected to callee's private calls number, thereby can determines to respond same calling subscriber's callee.
Therefore, if call out when calling subscriber and callee are in talking state for some reason or the calling subscriber thinks to interrupt to the ACD system queries once more, when then the acd call of sending for the ACD system from the calling subscriber again stops, call out and just preferentially be connected to the ACD position operator who connects previous calling, thereby need not to speak of again the conversation content last and operator, thereby can eliminate calling subscriber and callee's extra duty.Like this, expectation can improve callee's operating efficiency, improves the service matter good to the calling subscriber, and improves client's satisfaction.
The system of automatic call dispatching of the working condition of the system of automatic call dispatching of second embodiment and first embodiment is similar.In addition, Very Important Person or user's rear subscriber number and client or the corresponding full-time callee's of user private calls number deposits in the database in advance as the call priority link information.Then, when Very Important Person or specific user's acd call stops, determine the corresponding callee of rear subscriber number from database, and at once acd call preferentially is connected to full-time callee's ACD position.Therefore, even the calling subscriber that acd call did not stop history because of the past stops, full-time operator also can connect ACD at once, like this, the system of automatic call dispatching of second embodiment shows, except that the advantage of the above-mentioned first embodiment system of automatic call dispatching, expect to also have another advantage, promptly improve client's satisfaction.
Though most preferred embodiments more of the present invention are to illustrate that with specific term this explanation only is for example, and is self-evident, can do all changes and modification under the prerequisite of claims spirit or scope below not breaking away from.
Claims (12)
1. a system of automatic call dispatching is used to stop conduct from the acd call of nonspecific calling subscriber to predetermined callee's query call, and various response services are provided, and it comprises:
A database, the inside are being stored with corresponding relation each other and are being used for determining calling subscriber's special number of calling subscriber and being used for callee's private calls number of true callee, thereby the acd call that certain specific calling subscriber is come can stop certain specific callee; With
The special-purpose acd call control and treatment of a callee part, be used for determining the calling subscriber's of acd call the corresponding callee's private calls of calling subscriber's special number number when being used to receive acd call from described database retrieval, and acd call is connected to callee's special number.
2. the system of automatic call dispatching as claimed in claim 1, it is characterized in that, it also comprises a call priority link information tape deck, and the call priority link information that is used for comprising the callee's that calling subscriber's special number that is used for definite calling subscriber and the acd call that the calling subscriber comes should preferentially be connected special number deposits database in.
3. the system of automatic call dispatching as claimed in claim 1, it is characterized in that, it also comprises a device from acd call identification calling subscriber special number, a call priority link information inquiry unit and a call-connecting device, call priority link information inquiry unit is used for to the calling subscriber special number of described data base querying about being discerned, and read the corresponding callee's private calls of calling subscriber's special number number, callee's private calls number that call-connecting device is used for preferentially described call priority link information inquiry unit being read carries out the acd call connection processing.
4. the system of automatic call dispatching as claimed in claim 3, it is characterized in that, described call-connecting device comprises acd call wait processing unit, be used for the callee of callee's private calls number that described call priority information query device reads the line is busy or be in when stopping cabinet and receiving state and acd call and can not preferentially be connected to the callee callee to callee's special number carrying out acd call and handling, and send speech and instruct signal, the callee on the preferential purpose of connecting of subscriber call ground can not respond and be in wait state.
5. the system of automatic call dispatching as claimed in claim 3, it is characterized in that, described call-connecting device comprises an ACT Call Waiting processing unit, be used for the callee of callee's private calls number that described call priority information query device reads the line is busy or be in when stopping cabinet and receiving state and acd call and can not preferentially be connected to the callee that callee to callee's private calls number carries out that ACT calls out etc. pending, differentiate other callee beyond the callee whether may be connected to callee's private calls number, and acd call is connected to the callee waiting under the armed state.
6. the system of automatic call dispatching as claimed in claim 3, it is characterized in that, described call-connecting device comprises such device, described device is used for the callee of callee's private calls number that described call priority information query device reads the line is busy or handles when stopping cabinet and receive state and acd call and can not preferentially be connected to the callee callee to callee's special number and carry out the ACT Call Waiting and handle, differentiate the callee callee in addition that whether may be connected to callee's private calls number, and in the time may connecting, will be connected to the callee under the armed statees such as acd call, and in the time can not connecting to the callee beyond the callee of callee's private calls number carry out acd call etc. pending, and differentiate in succession that further the possibility that is connected to other callee is to connect acd call.
7. the system of automatic call dispatching as claimed in claim 3, it is characterized in that, the callee of callee's private calls number of reading when described call priority information query device is in the callee the line is busy or be in and stops end call that rejection state and acd call can not preferentially be connected to the callee not during connection status, described call-connecting device carries out the special-purpose acd call control and treatment of callee, so that acd call is connected in the unit of called party individual, or separate special-purpose acd call control and treatment, so that acd call is terminated in the unit of ACD equisignal sector.
8. the system of automatic call dispatching as claimed in claim 3, it is characterized in that, it also comprises a call priority link information storage device, as call priority link information identification calling subscriber's special number with respond the callee's of acd call private calls number, and the call priority link information is deposited in the database when being used for described call-connecting device acd call being connected to the callee and setting up talking state.
9. the system of automatic call dispatching as claimed in claim 1, it is characterized in that, it also comprises specific calling subscriber's call priority link information tape deck, be used for definite in advance full-time callee that should respond the next acd call of specific calling subscriber, and calling subscriber's special number of specific calling subscriber and callee's private calls number of full-time callee are deposited in the described database in advance as the call priority link information.
10. one kind is distributed the method for calling out automatically, is used to stop the acd call to predetermined callee's query call as nonspecific calling subscriber, and various response services are provided, and it comprises the following steps:
First step is from acd call identification calling subscriber's special number;
Second step, calling subscriber's special number from first step to data base querying that discern in about, and read with callee's private calls number of the corresponding relation storage of calling subscriber's special number; With
Third step preferentially is connected to acd call callee's private calls number of reading in second step.
11. the method that automatic distribution as claimed in claim 10 is called out, it is characterized in that, it also comprises the 4th step and the 5th step, the 4th step is when data base querying shows that about the result of calling subscriber's special number the callee's that should respond the corresponding acd call of calling subscriber's special number private calls number is not stored in the database acd call to be connected to the callee who selects according to preassigned when second step, and the 5th step is when the callee who selects in the 4th step responds acd call and sets up talking state calling subscriber's special number and the private calls number of having responded the callee of acd call to be deposited in the described database as the call priority link information.
12. the method that automatic distribution as claimed in claim 10 is called out, it is characterized in that, it also comprises the 6th step, promptly determine to respond the full-time callee of the next acd call of specific calling subscriber in advance, and calling subscriber's special number of specific calling subscriber and callee's private calls number of full-time callee are deposited in the described database in advance as the call priority link information.
Applications Claiming Priority (3)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| JP296901/99 | 1999-10-19 | ||
| JP29690199A JP2001119485A (en) | 1999-10-19 | 1999-10-19 | Automatic incoming call distribution system and its method |
| JP296901/1999 | 1999-10-19 |
Publications (2)
| Publication Number | Publication Date |
|---|---|
| CN1293512A true CN1293512A (en) | 2001-05-02 |
| CN1282353C CN1282353C (en) | 2006-10-25 |
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Family Applications (1)
| Application Number | Title | Priority Date | Filing Date |
|---|---|---|---|
| CNB001317954A Expired - Fee Related CN1282353C (en) | 1999-10-19 | 2000-10-19 | Automatic call distribution system and method |
Country Status (7)
| Country | Link |
|---|---|
| US (1) | US6870924B1 (en) |
| JP (1) | JP2001119485A (en) |
| KR (1) | KR100439930B1 (en) |
| CN (1) | CN1282353C (en) |
| AU (1) | AU778997B2 (en) |
| CA (1) | CA2323656C (en) |
| HK (1) | HK1036179A1 (en) |
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- 2000-10-18 CA CA002323656A patent/CA2323656C/en not_active Expired - Fee Related
- 2000-10-18 US US09/690,727 patent/US6870924B1/en not_active Expired - Fee Related
- 2000-10-19 KR KR10-2000-0061503A patent/KR100439930B1/en not_active IP Right Cessation
- 2000-10-19 CN CNB001317954A patent/CN1282353C/en not_active Expired - Fee Related
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2001
- 2001-09-26 HK HK01106802A patent/HK1036179A1/en not_active IP Right Cessation
Cited By (7)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN100571297C (en) * | 2003-07-21 | 2009-12-16 | 美国在线服务公司 | Multi-user call waiting |
| CN100417162C (en) * | 2004-02-10 | 2008-09-03 | 中兴通讯股份有限公司 | A telephone traffic control method based on SPC exchange |
| CN103856641A (en) * | 2012-12-03 | 2014-06-11 | 杭州华为企业通信技术有限公司 | Method, device and system for processing voice call |
| CN103856641B (en) * | 2012-12-03 | 2017-02-01 | 杭州华为企业通信技术有限公司 | method, device and system for processing voice call |
| CN103873708A (en) * | 2013-05-21 | 2014-06-18 | 天津亿联世讯科技有限公司 | Automatic call distribution system |
| CN103813036A (en) * | 2014-02-21 | 2014-05-21 | 广东绿瘦健康信息咨询有限公司 | Communication connection allocation method and system thereof |
| CN103813036B (en) * | 2014-02-21 | 2015-01-14 | 广东绿瘦健康信息咨询有限公司 | Communication connection allocation method and system thereof |
Also Published As
| Publication number | Publication date |
|---|---|
| CA2323656A1 (en) | 2001-04-19 |
| KR100439930B1 (en) | 2004-07-12 |
| AU6657300A (en) | 2001-04-26 |
| CA2323656C (en) | 2005-08-23 |
| AU778997B2 (en) | 2004-12-23 |
| JP2001119485A (en) | 2001-04-27 |
| KR20010051120A (en) | 2001-06-25 |
| US6870924B1 (en) | 2005-03-22 |
| CN1282353C (en) | 2006-10-25 |
| HK1036179A1 (en) | 2001-12-21 |
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Owner name: JAPAN NEC INFRONTIA CORP Free format text: FORMER OWNER: NIPPON ELECTRIC CO., LTD. Effective date: 20070316 |
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